This would enable teams to get an idea of where team members are on tickets and who has capacity to take on new tickets. We often have tickets that were opened and completed months ago, but the issue submitter hasn't given final approval on solution or continues to make small edits. Therefore, it looks like a team member is swamped with tickets when in fact, they have a lot of free time as they are just waiting on others for things. A color status indicator box would be extremely helpful.

This would enable teams to get an idea of where team members are on tickets and who has capacity to take on new tickets. We often have tickets that were opened and completed months ago, but the issue submitter hasn't given final approval on solution or continues to make small edits. Therefore, it looks like a team member is swamped with tickets when in fact, they have a lot of free time as they…

Currently I can't use the substatus rules for what we want because the Assign event only seems to work for when an issue is assigned to an agent.
I need to be able to change the substatus when a task is assigned to an engineer.

Allow users to re-open tickets via Web Portal without granting full edit rights.
We have the ability for users to re-open tickets via email but not the web portal (provided email is configured to do so).